2nd Line IT Support Engineer

IMT Resourcing Solutions; Greater London; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Private healthcare

Pension

Share plan

25 days annual leave

Job summary

IMT Resourcing Solutions is seeking a 2nd Line IT Support Engineer in London on a hybrid basis. The role focuses on supporting a macOS environment with Google Workspace, Okta, and endpoint security, while owning incidents and user requests.

You will work in a small engineering team, manage JML workflows, and liaise with third-party suppliers to maintain a high-quality IT service.

Qualifications

• 2+ years in internal IT or MSP environment.
• Strong macOS support experience.
• Advanced knowledge of Google Workspace.
• Familiar with identity management platforms (Okta).
• Experience configuring onboarding/offboarding workflows.

Responsibilities

• Provide 2nd line technical support and manage incidents within SLAs.
• Administer macOS, Google Workspace and Okta environments.
• Manage Joiner/Mover/Leaver workflows.
• Support endpoint security platforms (Jamf, SentinelOne).
• Handle ITSM tickets via ConnectWise and Freshservice.
• Troubleshoot escalated issues and coordinate with third-party suppliers.
• Identify risks and implement remediation actions.
• Conduct root-cause analysis and incident reporting.
• Perform regular MDM/compliance reviews and coordinate remediation.
• Support service reviews using SLA/KPI data to drive improvements.

Skills

macOS support

Google Workspace

Okta identity management

MDM (Jamf)

Endpoint security

ITSM workflows

Troubleshooting

Communication

Tools

ConnectWise

Freshservice

Job description

2nd Line IT Support Engineer

Location: London - Hybrid Working
Employment: Permanent / Full-Time
Salary: Up to £40,000 + 20% Monthly Bonus
Benefits: Private healthcare, pension, share plan, 25 days' annual leave + additional benefits

Our client, a growing technology and managed services organisation, is hiring a 2nd Line IT Support Engineer to provide high-quality technical support within a key London-based customer environment.

You'll join a small, dedicated engineering team responsible for supporting and maintaining a predominantly macOS environment, with a strong focus on Google Workspace, Okta, Jamf and endpoint security.

This is a hands-on role where you'll take ownership of technical issues, support users directly and help improve the reliability and performance of the wider IT environment.

What you'll do

• Provide 2nd line technical support, managing incidents and requests within agreed SLAs
• Administer macOS, Google Workspace and Okta environments
• Manage and optimise Joiner, Mover and Leaver (JML) workflows
• Support endpoint management and security platforms including Jamf and SentinelOne
• Manage ticket queues through ITSM platforms such as ConnectWise and Freshservice
• Troubleshoot escalated technical issues and coordinate with third-party suppliers where required
• Proactively identify technical risks and implement appropriate solutions
• Carry out root cause analysis for recurring incidents and produce incident reports
• Complete regular MDM compliance reviews and coordinate remediation activity
• Support service reviews using SLA and KPI data to identify opportunities for improvement

You'll work closely with engineers, service management teams, account stakeholders and third-party suppliers to ensure users receive a consistent and high-quality service.

What we're looking for

• At least 2 years' experience in an internal IT team or MSP environment
• Strong technical experience supporting macOS
• Advanced knowledge of Google Workspace
• Good working knowledge of Okta or another identity management platform
• Experience developing or adapting onboarding and offboarding workflows
• Knowledge of Jamf or similar MDM platforms
• Understanding of endpoint security and identity/access management principles
• Strong troubleshooting and general IT infrastructure knowledge
• Experience working within SLAs and structured service management environments
• Excellent written and verbal communication skills

Experience or certifications across macOS, Jamf or Okta would be advantageous.

The ideal candidate will be organised, methodical and comfortable taking ownership of technical issues. You'll enjoy working directly with users and be able to remain calm and focused when dealing with escalations.

Why join?

• Employee share plan and bonus scheme
• Company pension and private healthcare
• 25 days' annual leave, increasing with service, plus bank holidays
• Life assurance and income protection
• Mental health and wellbeing support
• Cycle-to-work scheme
• Discounted gym membership
• Travel loan and financial wellbeing support

This is an excellent opportunity for a macOS-focused Support Engineer looking to develop deeper expertise across endpoint management, identity and modern workplace technologies.